CROSS CALLS IN CALL CENTER 1

[matatan]

Does any body have an idea about the causes of undesired conference calls in a Call Center. Here is the scenario.

I have an 11c RLS 25.4o using SCCS 4.2 with 7 T1 lines in my call center, some times when they are talkin with a customer another agent receives a ring in the phone set but that call is actually in course with another agent, then you have a conference call, a 3 way call, the customer always get mad at the agent.... and my boss is at me.

 

[luv2ski]

i had the same exact issue we called our symposium tac and got all the up to date peps and the first main script needed to be changed ..not sure this helps but it will point ya in a direction

Pat Guido
NEXTIRAONE
Pat.guido@nextiraone.com

Formerly Nextira, formerly Williams Communications, formerly Wiltel, formerly Nortel networks, formerly Northern Telecom, formerly, Nynex meridian systems formerly Northern Telecom.

 

[mabsar]

luv2ski !

Will you please check your SCCS for the new PEPs and post the PEPs number here on the forum.

Rgds

 

[luv2ski]

here are a list of the most up to date pep numbers we have... the site we had the problem with is not my customer anymore but we had the same exact issue and customer was told by our first level engineer that there was cross talk and ring on his t1 ...i was sent out for vendor meet and had never had any problems like this on a t1 before neither had verizon...called second level and boom ya its a problem they have had before ..though rare.. said upgrade everything to most uptodate software levels and the changed i believe was the very first main script"if,then,else" not sure just a lowley norstar tech trying to do what needs to be done
server peps for 4.02.06

NS040206SU09S
NS040206G011S
NS040206G004
N104020U010s
*****************************
client peps for 4.0/4.2

NS040107SU10C
SU09C
G002C
G008C
G009C
G010C
G012C
NS040107G013C

Pat Guido
NEXTIRAONE
Pat.guido@nextiraone.com

Formerly Nextira, formerly Williams Communications, formerly Wiltel, formerly Nortel networks, formerly Northern Telecom, formerly, Nynex meridian systems formerly Northern Telecom.

 

[matatan]

Actually the only patch that i have instyalled in the SCCS is this one NS040206G004S. I'll try to get those ones that I need.

If this works I'm gonna owe you very, very big. I'm a newby dealing with meridian, is nice I like it but is hard to find manuals or helpfull info.

 

[jmedms]

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